ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are types of changes defined in ITIL 4?
⚠ Common exam trap
Candidates often confuse the change types with other ITIL practices (problem, incident, service request) and incorrectly assume that any change related to an incident or problem is a distinct type, when in fact ITIL 4 only recognizes standard, emergency, and normal changes.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Emergency change
In ITIL 4, changes are categorized into three types: standard, emergency, and normal. Option A (Emergency change) is correct because it is a specific type of change that must be implemented as soon as possible, often to resolve an incident or security vulnerability, and follows a expedited process with authorization from the change authority. Option B (Standard change) is correct because it is a pre-authorized, low-risk change that follows a defined procedure, such as password resets or server patching, and does not require additional approval each time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Emergency change
Why this is correct
An emergency change is a high-priority change that must be implemented as soon as possible, typically to resolve an incident or implement a security fix that has an immediate and significant impact on services. These changes bypass some standard steps of the normal change process due to their urgency, often requiring a separate, expedited authorization process to minimize service disruption. Their primary goal is to restore service operation or prevent a major business impact.
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Standard change
Why this is correct
A standard change is a pre-authorized, low-risk change that is well-understood and has a fully documented procedure for implementation. These changes are typically routine service requests or operational tasks that do not require individual assessment or approval each time they are performed, as the risk has been assessed and approved in advance. Their predictable nature allows for efficient, repeatable execution, streamlining service delivery.
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Problem change
Why it's wrong here
"Problem change" is not a recognized type of change within the ITIL 4 framework. While problems, which are the causes of incidents, often necessitate the implementation of changes to resolve underlying issues and prevent recurrence, a problem itself is a distinct ITIL practice focused on identifying root causes, not a category of change. Changes are the solution to problems, not a classification of the change itself.
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Service request change
Why it's wrong here
"Service request change" is not a defined type of change in ITIL 4. A service request is a formal request from a user for something standard, such as information, advice, or access to a service. While many service requests are managed as standard changes due to their low risk and pre-defined nature, "service request" describes the request itself, not a distinct classification of the change process or its characteristics.
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Incident change
Why it's wrong here
"Incident change" is not a valid classification for a type of change within the ITIL 4 framework. An incident is an unplanned interruption to a service or a reduction in the quality of a service, requiring prompt resolution to restore normal operation. While incidents frequently trigger the need for changes, particularly emergency changes, an incident itself represents a service disruption, not a category or type of the change process designed to resolve it.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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